Use the Customer Journey

The Customer Journey connects every marketing touchpoint that leads interact with before becoming a customer. It shows you where leads come from, what content or ads they engage with, and which interactions drive them to convert and generate revenue.

Use the Customer Journey in WhatConverts to evaluate, compare, and optimize your marketing performance.

Use the Customer Journey

To use the Customer Journey in your workflow:

1. Open the Lead Manager and click “View Lead”.
2. Go to the Customer Journey section of the Lead Details page.
3. Review all touchpoints for the lead:
   • Source/Medium. See where the lead originated (Google Ads, Organic, LSA, Facebook, etc.)
   • Campaign/Keyword/Landing Page. Identify which marketing efforts triggered the lead.
   • Conversion Events. Determine if the lead is from calls, forms, or chats.
   • Dates and sequence. Understand how long the journey took and the order of each step.
4. Identify common paths that high-value leads take, such as specific ads, keywords, or sequences.
5. Compare successful vs. unsuccessful journeysto spot which steps make the difference.
6. Optimize your marketingbased on journey insights:
   • Reinforce strong paths: If most booked jobs start with Google Ads → Services Page → Phone Call, increase spend on that campaign and refine the page.
   • Fix weak points: If journeys often stall after hitting a landing page, optimize content, add CTAs, or reduce friction.
   • Attribute fairly: Give credit to mid-journey ads or content that play a key role in nurturing the lead

Related Topics

• What is the Customer Journey?
• Access the Lead Details
• View Call Recordings and Transcripts
• Use the Lead Details to Value and Qualify Leads
• Use the Lead Activity